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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Technician - **Company:** American Operations Corporation - **Location:** Hanscom Air Force Base, MA, United States - **Salary:** $64,000.0 - **Contract:** Permanent contract - **Skills:** Active Directory, Software Applications, VoIP, Microsoft Outlook, CompTIA Network+, CompTIA Security+, Computer Maintenance, System Configuration, Microsoft Office, System Center Configuration Manager, Virtual Desktops, Skype for Business, Software Engineering, Software Licensing, Office365, Software Troubleshooting, Peripherals, DameWare, Hardware Infrastructure, Unified Endpoint Management - **Published:** August 10, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=f4a3f5308488c096 ## About the Role * Secret-level DoD security clearance required. * CompTIA Security+ certification required and valid on the first day of employment. * High school diploma and 1-5 years of experience. * CompTIA A+ certification desired. * CompTIA Network+ certification desired. * ITIL certification desired. * Working knowledge of Windows 10 desktop operating systems. * Working knowledge of Microsoft Active Directory. * Experience with Microsoft Office products, including O365/2016, Teams, Skype for Business, and Outlook. * Proficiency with computer, network, and server hardware and strong hardware/software troubleshooting skills. * Strong customer service, written and verbal communication, leadership, and teamwork skills. * Self-motivated and able to work on behalf of the customer, contract, and section performance. * Ability to stay current with evolving troubleshooting, repair, processes, and procedures. ## Description The Service Desk Technician supports an enterprise help desk serving Hanscom AFB clients and customers across classified and unclassified systems. The position handles ticket management, hardware and software troubleshooting, customer support, voice/VoIP/SIP issues, software installation and licensing, endpoint configuration, security fixes, and related IT project support while meeting established service desk metrics. * Create and update tickets in accordance with established ticket procedures and review assigned tickets daily. * Perform daily maintenance and monitoring of managed hardware and software for Hanscom AFB clients and customers on classified and unclassified systems. * Comply with ticket and call center metrics and keep customers informed of changes and resolution status. * Support client voice issues, including VoIP and SIP services. * Staff split/rotational Client Service Center Help Desk phone shifts during the stated coverage window of 7:30 AM-4:30 PM as needed. * Troubleshoot and repair issues remotely using Dameware, in the office, and on-site with customers when needed. * Deliver timely customer service while meeting contract thresholds for phone and ticket resolutions. * Install and troubleshoot authorized software in accordance with Unit Software License Management procedures and maintain appropriate software license inventory records. * Support and comply with established IT procedures. * Support classified NSA Type-1 encryption operations, including COMSEC key installation/coordination processes, device configuration, and troubleshooting as applicable. * Support classified desktops and laptops, including physical and virtual desktop (VDI) environments. * Ensure workstations, peripherals, communications devices, and operating system/application software are configured for network operation and available to users. * Review processes, procedures, and client configurations for completeness, effectiveness, and compliance with information assurance policies and DISA STIGs. * Coordinate hardware maintenance with customer organization points of contact when necessary. * Implement software patches and security fixes when they cannot be performed through enterprise SCCM. * Support expanded or related IT project efforts as directed. * Install, configure, and troubleshoot multifunction devices and printers. * Annotate device changes in ECAM, including computer names and printer IP information. ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) - [Crew Management System for Airlines: Plan duties for pilots & flight attendants worldwide](https://www.wearedevelopers.com/videos/1444-crew-management-system-for-airlines-plan-duties-for-pilots-flight-attendants-worldwide) - [Remote Driving on Plant Grounds with State-of-the-Art Cloud Technologies](https://www.wearedevelopers.com/videos/251-remote-driving-on-plant-grounds-with-state-of-the-art-cloud-technologies) ## Related Articles - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [How Many Jobs Are Available in Technology?](https://www.wearedevelopers.com/magazine/450-how-many-jobs-are-available-in-technology)